I have a Mont Blanc Pen. I got it for my 40th Birthday. Its my pride and joy as a pen & I’ve long thought of it as my lucky pen. A while ago, I lost my pen. I looked high and low for that pen.. Nothing. 2 Days ago, I was looking for something else, and there boom. was my Mont Blanc Pen.
Sadly, the ink cartridge had leaked inside. So, I took to Twitter to find out from Mont Blanc what was the best way to clean my pen. This should have been marketing gold dust for them. Why? I was a customer, I had told them it was my pride and joy and after cleaning it, guess what, I would need a new ink cartridge. Here is the brief conversation that took place.. I messaged Mont Blanc Twitter Twitter acc.
@markshaw Hi, sorry to hear! We'll get back to you soon. Thank you for your patience.
— Montblanc (@montblanc_world) January 18, 2017
They got back to me nearly 24hrs later. But all they could say, was sorry to hear, get back to you soon, thanks for your patience. They are the experts. What on earth could take so long? This is a classic example of a Twitter support or customer care Twitter account that frankly does not give any customer care or support. I expect the reason is that whoever is running that account, has no mandate on what they can say or do and no training on their products.
@montblanc_world why on earth does it take so long you're the pen experts. Never mind. Sorry to bother you.
— Mark Shaw (@markshaw) January 18, 2017
This should have been a very easy issue. They are the pen experts How to clean a ink cartridge that has leaked inside one of their pens. After 24 hours I gave up waiting, and messaged them back, saying sorry to have bothered them. Can you see how easy it would have been for them to have really helped me out with a uick response with how to clean their pen, and then where to get more ink cartridges.
So many businesses miss simple opportunities to wow their customers. Do the simple things well. Help your customers, support your customers and they will become brand advocates for you. Mont Blanc massively failed. Shame.